When a manager barges if the agent hangs up the call is disconnected.

[SMF Media]

On Prem System
Running Linux and 16.0.4.493 Enterprise

Agent answers, manager barges, agent hangs up because they are no longer needed on the call because the manager has taken over. Call is disconnected. In this situation we are unable to transfer. It is a public safety 911 center. Putting people on hold to transfer while in a crisis is not acceptable.

I realize that this is not a conference call feature exactly but is it working as designed or are there settings I can change to make it work where the caller will not be disconnected?

 

[JohnS_3CX]

Hi @SMF Media

In this case the agent should blind transfer the call to the manager when they are no longer needed in the conversation, so the manager can take over completely.

Barge in is working as designed (so it's not a 3-way conference) and does not take over the call, it only allows the manager to interpose themselves in the call as a guest, and then leave after their job is done.